I've learnt a lot from colleagues along the way, most notably Akilah Akinola, who is CEO of Outreach community and Residential Services; and Christine Morren, who was the college nurse and really inspired me, not least with her sensitive use of language to promote dignity when supporting a client.
A good case manager needs to be a good listener for sure, and to be empathetic enough to understand how hard things can be for clients, and also for their families. I feel that honesty in managing expectations is extremely important, with both clients and their families, as is supporting parents in a non-judgemental way.